Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below

13  Complaints

13.1 

We aim to provide a high quality service.  If, however, you have any comments or concerns about our service, please
raise them with the person dealing with your matter or alternatively contact Jonathan Pountney or, if Mr Pountney has conduct of the file, Annabel Ford.

13.2
We will endeavour to deal with your concerns promptly and thoroughly which will be investigated in accordance with our Complaints Handling Policy, a copy of which will be provided on request. 

Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. 

• Within six months of receiving a final response to your complaint

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Further help 

If you require further assistance, please contact the Professional Ethics helpline.